For Cornwell Quality Tools distributor Elias Valdovinos putting time and energy into his customer relationships is a non-negotiable. 

Valdovinos believes customer service remains the biggest differentiator, especially in smaller communities. Remembering the small details has the biggest impact on his customer retention and satisfaction.

“If I know which customer has a kid into baseball or karate, I remember that,” Valdovinos says. “I have built a bond with them, but it goes beyond selling tools.”

Next time you're out on your route, take an extra minute or two if you can spare it and have that conversation with your techs. Share time, remember the details, and make them feel known beyond just the tools they buy from you.